We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4790 results
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Decision Reference DRN-2985799
13 Sep 2021 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2985799 The complaint Mr S has complained about Watford Insurance Company Limited’s decision to decline his claim under his motor insurance policy. What happened Mr S took out a policy with Watford through and an insurance broker in April 2019. He then changed the car insured under the... (3 pages)View decision -
Decision Reference DRN-4135514
28 Sep 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4135514 The complaint Mr M complains that TSB Bank plc (“TSB”) gave a third-party (“TP”) information about his account without his authority. What happened Mr M held an account jointly with another party (“JP”) with TSB. The JP died on 1 March and Mr M informed TSB of the death and it ... (2 pages)View decision -
Decision Reference DRN4674324
12 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC wrongly assured her that her repayment plan would not result in her loan going into default.backgroundMiss B was experiencing financial difficulty and felt she would not be able to keep up the repayments for the loan she had ... (3 pages)View decision -
Decision Reference DRN1941641
10 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) lent irresponsibly to her and has since unfairly registered adverse information on her credit file. background Miss B had a loan, overdraft debt and credit card debt with Halifax. When she took the l... (3 pages)View decision -
Decision Reference DRN3752367
3 Jul 2019 Santander UK Plc UpheldPayment protection insurance (PPI)ComplaintMr and Mrs P say Santander UK Plc (trading at the time as Alliance & Leicester) mis-sold them a payment protection insurance (PPI) policy for their mortgage.BackgroundThis complaint is about a PPI policy taken out with a mortgage in late 1997. It was ... (3 pages)View decision -
Decision Reference DRN-5302025
25 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5302025 The complaint Mrs M complains about Yorkshire Building Society (YBS) when she attempted to make a payment, and utilise a Power of Attorney (POA). This caused significant inconvenience, stress, and financial consequence. Mrs M is represented by a third party but for ease of r... (2 pages)View decision -
Decision Reference DRN-3400612
31 Mar 2022 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-3400612 The complaint Mr K complains that Herts Insurance Consultants Ltd (trading as Sterling Insurance Services) didn’t cancel his motor insurance policy when asked but kept on asking him for further information. He said it didn’t accept his information, so Mr K felt forced to cancel... (2 pages)View decision -
Decision Reference DRN-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 pages)View decision -
Decision Reference DRN7358131
4 Sep 2015 Link Financial Outsourcing Limited Not upheldBanking and creditMr S complains that Link Financial Outsourcing Limited pursued him for a debt it wrongly said he owed, wrongly recorded a default on his credit reference file and did not deal with him properly. He says Link should compensate him for extra mortgage costs, inconv... (2 pages)View decision -
Decision Reference DRN-6145071
16 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6145071 The complaint Mr J and his mother Mrs N complain that Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) responded unfairly to a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first... (3 pages)View decision